Lisa Middleton
Temple Hills,MD
Summary
Dedicated Customer Service professional with 8+ years of experience addressing customer requests and concerns. Expert at providing relevant information and options to successfully resolve issues. Upbeat and energetic handling difficult situations through resourcefulness and adaptability.
Overview
10
10
years of professional experience
Work History
ICU Unit Secretary (Cardiac/Vascular)
MEDSTAR WASHINGTON HOSPITAL CENTER
Washington, District Of Columbia
08.2016 - Current
- Provides general information to hospital users, patients and families
- Demonstrating good working familiarity with typing/computer keyboarding and medical terminology
- Answered patient call bells and telephone calls to offer office information, answer questions and direct calls to appropriate staff.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Carried out front office duties utilizing data entry skills in framework of medical database.
Customer Care Representative
VIRGINIA HOSPITAL CENTER, PRN, PER
Arlington, VA
09.2021 - Current
- Input patient's basic demographic information and make, cancel and reschedule appointments in the electronic health record software as requested
- Inform patients with questions and concerns regarding policies and procedures to ensure that the principles of health system are enforced
- Communicate daily with physicians offices, Medical assistants and Nurses regarding patients concerns, late arrivals, and urgent/emergency calls
- Support confidentiality requirements and regulatory compliance guidelines.
- Handled prescription refill requests.
- Scheduled approximately 100 patients per week and made reminder calls.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded proactively and positively to rapid change.
- Assisted with training staff on operating procedures and company services.
- Recorded actions taken, issues resolved and other important information to effectively manage patients accounts.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
Administrative Assistant
SIBLEY MEMORIAL HOSPITAL
Washington
05.2019 - 11.2020
- Strong attention to detail and you consistently follow-through on goals despite obstacles
- A passion for healthcare and improving the primary care experience
- Resiliency, the ability to learn from failure, and make the best out of any situation
- Proven ability to problem solve and work under tight deadlines in a fast-paced environment
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Executed Electronic Health Record (EHR) filing system to improve document organization and management.
- Maintained staff directory and company policy handbook for human resources department.
- Produced accurate office files, updated spreadsheets and crafted presentations to support executives and boost team productivity.
- Kept reception area clean and neat to give visitors positive first impression.
- Resolved customer problems and complaints.
- Responded to inquiries from callers seeking information.
Unit Support Coordinator (Emergency Department)
Shady Grove Medical Center
Rockville, Maryland
05.2006 - 01.2018
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Process patients through the registration functions as quickly as possible while collecting complete and accurate personal, clinical and financial information
- Multi-task and organize paperwork after entering data to ensure it is not lost
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Registered and verified patient records before triage with most up-to-date information.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
- Carried out front office duties utilizing data entry skills in framework of medical database.
Emergency Medical Technician-Basic
Erickson Living
Charlestown, Maryland
05.2016 - 08.2016
- Administer first aid treatment or life support care to sick or injured persons in prehospital settings
- Immobilize patient for placement on stretcher and ambulance transport, using backboard or other spinal immobilization device.
- Determined medical and safety requirements at emergency scene by assessing medical status of ill or injured persons.
- Administered basic life and advanced life support to patients at scene, en route to hospital and pre-hospital settings.
- Remained up to date with current standards of care, equipment functions and certifications, licenses and registrations.
- Protected self and others to prevent risk of communicable diseases and comply with safety regulations and procedures.
- Responded to emergencies by choosing route, observing traffic conditions and avoiding dangerous situations by maintaining communications with dispatcher.
- Followed pre-printed and map-based directions to locate sites and maintained awareness of changes in roadways or points of access.
- Considered patient status and level of care need for patient when determining transportation destinations.
- Communicated with patients about pain, comfort and needs during transportation and preliminary medical care.
- Developed and maintained rapport with coworkers and local hospital staff to facilitate efficient patient care.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Trained EMTs in basic life support skills, oxygen therapy, and wound care.
Emergency Medical Technician
LifeStar Response Ambulance
Hyattsville, Maryland
09.2014 - 05.2016
- Perform emergency diagnostic and treatment procedures, such as stomach suction, airway management, or heart monitoring, during ambulance ride
- Assess the nature and extent of illness or injury to establish and prioritize medical procedures
- Keep record of patient’s vitals and well being during transportation to hospital/nursing home
- Determined medical and safety requirements at emergency scene by assessing medical status of ill or injured persons.
- Remained up to date with current standards of care, equipment functions and certifications, licenses and registrations.
- Protected self and others to prevent risk of communicable diseases and comply with safety regulations and procedures.
- Removed victims from vehicles or scene of accident or catastrophe and assisted in transfer to receiving facilities.
- Considered patient status and insurance preferred facilities when determining transportation destinations.
- Evaluated patient vital signs and status to determine care needs using pulse oximeters and electronic vital sign machines.
- Conducted equipment and vehicle checks to maintain continuous and safe operation.
- Maintained levelheadedness and efficiency in high-pressure situations, effectively prioritizing tasks to save lives and provide medical care.
- Controlled wounds and injuries en-route to hospitals, prepping patients for advanced treatments or maintaining conditions pre-arrival.
- Collaborated with medical professionals to communicate patient needs with accuracy and speed using hospital and medical codes.
- Administered emergency medication to patients, quickly responding to changes in conditions and medication reactions.
Dedicated Aide
Paint Branch Elementary School
College Park, MD
08.2012 - 09.2014
- Provides 1:1 support to their assigned student(s)
- Provided support to help students with special needs learn and grow.
- Provides crisis prevention, passive physical management from assigned student(s)
- Assist to ensure that their assigned students do not engage in dangerous elopement, major property destruction, and/or serious imminent danger to self and/or others
- Assist students and support student(s) with classwork and projects daily
- Completed clerical tasks such as filing, copying and distributing mail.
- Reported back to teacher to receive day-to-day tasks and responsibilities.
- Delivered clerical support by handling range of routine and special requirements.
- Kept classrooms clean, neat and properly sanitized for student health and classroom efficiency.
- Took daily attendance, notifying classroom teacher immediately of student absences.
- Prepared class materials and graded assignments to keep courses on-track and promote student learning.
- Demonstrated specific skills and activities for students to improve understanding and take excess workload off teachers.
- Utilized answer sheets and electronic marking devices to grade homework and tests, accurately computing and recording results.
- Laminated teaching materials to increase durability under repeated use.
- Assisted with school field trips and special events by collecting permission slips and payments.
Education
Some College (No Degree) - Health Administration
East Gateway Community College
SteubenvilleHigh School Diploma -
Crossland High School
Temple Hills, MD05.2007
Skills
- Type 40 WPM
- Excellent skills with Microsoft Word, PowerPoint, Excel, Outlook
- Knowledge and Understanding of Medical Terminology
- Leadership Skills
- Multi-Tasking Skills
- EPIC Software Training
- Knowledge of patient rights and HIPAA
- Efficient and Detail-Oriented
- De-escalation Techniques
- Verbal and Written Communication
- Responding to Difficult Customers
- Building Customer Trust and Loyalty
- Multitasking and Prioritization
- Creative Problem Solving
- Courteous with Strong Service Mindset
- Calm and Professional Under Pressure
- Patient and Empathetic
- Microsoft Office Suite
- Multi-Line Phone Systems
- Team-Oriented and Cooperative
Certification
CPR Certified
Timeline
Customer Care Representative
VIRGINIA HOSPITAL CENTER, PRN, PER
09.2021 - Current
Administrative Assistant
SIBLEY MEMORIAL HOSPITAL
05.2019 - 11.2020
ICU Unit Secretary (Cardiac/Vascular)
MEDSTAR WASHINGTON HOSPITAL CENTER
08.2016 - Current
Emergency Medical Technician-Basic
Erickson Living
05.2016 - 08.2016
Emergency Medical Technician
LifeStar Response Ambulance
09.2014 - 05.2016
Dedicated Aide
Paint Branch Elementary School
08.2012 - 09.2014
Unit Support Coordinator (Emergency Department)
Shady Grove Medical Center
05.2006 - 01.2018
Some College (No Degree) - Health Administration
East Gateway Community College
High School Diploma -
Crossland High School